A Quality Initiative

ISO 9001:2000

Rhonda ReisMetering Services Supervisor

Georgia Power Company

Background

• Quality Activities and Improvements for Several Years

• No Formal Quality Program – No Functional Organization – Lack of Consistency of Processes– Political Push Back

• February 2001 - New Metering Business Unit formed

• Need for New Business Structure & Formal Quality Plan

• ISO 9001:2000 met both requirements

Business Unit Structure

Northwest Georgia Northeast

Georgia

West Georgia

Central Georgia

South Georgia

Metro North

Metro Atlanta

Metro South

TVA

Formed a Metering Business Unit

Centralized Management

Established Meter Groups

17 Regions to 8 Meter Groups

Reduced Supervision

Empowered Field Employees

Functional Areas

• Data Management• Engineering• Region Field Services• Field Technical Services • Shop Services• Safety & Training• Business Operations• Business Development

– Marketing – Strategic

Business Strategy

Metering Resources

Value Added Activities

Cost Activities

Quality System

The Value Proposition

Functional Areas

• Shop Services Acceptance Testing Sample Test Clean & Recondition Repair Calibration Fabrication

• Materials Procurement Shipping &

Receiving Warehousing Consignment

Functional Areas

• Data Management SSA Accounts - 2200 $ 1.45 Billion Revenue Load Survey - 2000 Power Quality - 385 Energy Direct.com - 250 Load Data Viewer

Engineering Meter System Design Equipment Specifications - Documentation Technology Assessment - Issue Resolution Project Management Calibration - NIST Certification Product Evaluation and Testing ANSI Standards

Functional Areas

• Field Technical Services Interchange Metering - 200 points AMR – 75,000 points End Use Metering - 110 sites Special Service Accounts O & M Quality System Audits

Safety and Training Safety Procedures and Monitoring Compliance Technology Transfer Employee Development Training Development and Delivery Apprentice Meterman Program

What Is ISO 9001:2000

• It is NOT a Program

• It IS a Commitment to a Way of Doing Business

• It is NOT a one time event

• It IS a Continuous Management Process

• It Is Not ”The Way We’ve Always Done Things”

• It Is an Opportunity for Improvement

What Is ISO 9001:2000

• An International Standard for Quality Business Operations

• Developed Around Eight Quality Management Principles

• Each principle is a fundamental belief focused on:– Customer Satisfaction– Continuous Improvement– Consistency

• Provides Structure for Business Excellence

• Quality Program to Improve Efficiency, Data Quality, and Accuracy of Meter Systems

ISO 9001:2000 Principles

• Customer Focus• Leadership• Involvement of People• Process Approach• Systems Approach to Management• Continuous Improvement• Factual Approach to Decision Making• Mutually Beneficial Supplier Relationships

ISO 9001:2000 - Stuff

• Make a Plan and Stick to It

• Zero Defects - Smokey The Bear

• Do It Right the First Time

• If It’s Not Documented - It Never Happened

• Its Not Extra Work - Its a New Way of Working

ISO 9001:2000 - More Stuff

• It’s a Culture Shift

• Fly By The Seat of The Pants

• Auto Pilot With a Flight Plan

• A Sense of Accomplishment

ISO 9001:2000 Elements

• Quality System Manual - QSP

QSP Categories

• Quality System Philosophy

• Documentation Requirements

• Management Responsibility

• Resource Management

• Design and Development

• Purchasing

• Production and Servicing

• Control and Monitoring

• Analysis of Data

• Continuous Improvement

ISO 9001:2000 Elements

• Quality Policy

• Work Instructions - WI

• Internal & External Audits

• Corrective & Preventive Action Process– Internal Corrective Actions - ICAR– Supplier Corrective Actions - SCAR– Customer Complaint Notifications - CCN

• Quality System Manual - QSP

ISO 9001:2000 Elements

• Job Training Needs - JTN

• Data Analysis & Trending

• Management Review & Responsibility

• Performance Measures

• Continuous Improvement - CFT

• Process Improvement & Identification

Key and Special Processes

• Key Processes Product Evaluation

Assembly

Testing

Installation & Servicing

Refurbishing

Meterman Qualification

• Special Process Meter Data Acquisition & Management

Benefits

• Improved Customer Satisfaction –Consistency–Less Errors

• Improved Communications• Better Decisions - Information to Manage Resources• Improved Revenue Flow• Optimization of Cost, Revenues, and Resources• Alignment with Organization’s Goals and Objectives

Benefits

• Fewer Things “ Drop through the Cracks ”• A System of Discipline to Follow the Quality Plan• Consistent Meter Operations in Service Area• A Structure to Benchmark and Improve the Business• Improved Performance Management & Accountability• Cultural Change - Employee Satisfaction

Obstacles

• Short Term Increase in Workload• Cultural Push Back• Management Understanding • Cost of Certification and Re-certification• Cost of Consultant• Education and Training for the System • New Process Requirements• Resources

Lessons Learned

• It is a Lot of Work• It is Worth the Effort• Understanding the Principles are Important • The People are the Key• You will get frustrated – Get Over It• The Consultant was Invaluable

Lessons Learned

• Discipline Will be Forced Upon You• Not Everyone is Going to Like It• It Will be Misunderstood by Other Departments• Accountably Will be Highlighted• Excuses Will Lack Credibility• Management Must Provide the Leadership and Excitement

Lessons Learned

“ ISO 9001:2000 is of No Value in Itself ….

It’s How We Apply it to Make us Better

that Transforms ISO into a Valuable Product. “

Ashok Thakkar President & CEO

ITTI, LLC

ISO 9001:2000

QUESTIONS

???

Incredible Service Organization

ISO 9001:2000

Contact Information:

Ellery E. QueenManager Metering Services - Georgia Power Company

404-608-5444eequeen@southernco.com

Rhonda A. ReisMetering Services Supervisor - Georgia Power Company

404-608-5929rareis@southernco.com